The IKEA vision is to create a better everyday life for the many people. We do this by offering a wide range of well-designed, functional home furnishing products at prices so low that as many people as possible can afford them. We operate in Singapore, Malaysia and Thailand – and have an ambitious expansion plan to bring a little bit of Sweden to new markets in the region. We are part of the Ikano Group of companies and the only IKEA franchisee owned by the Kamprad family that founded IKEA.
We also develop, own and operate Shopping Centres that are anchored by IKEA and create walkable communities by including residential, office and other types of real estate in our development plans.
We work towards making sustainability a natural part of our everyday work. We are active in our communities, driving and supporting social initiatives that benefit children, women and the environment.
Job description
About the job
Lead an integration of multiple functions from Sales, Com&In and Customer Relations through a multi skilled frontline team
Drive and develop strategies, actions and sales, now and in the future based on the knowledge of the IKEA range, life at home, the local market competition in all sales channels and the customer’s ever-changing shopping behaviour
Leading and inspiring the team to optimise the customer shopping experience in an efficient and effective way through a multichannel environment
Inspire the team by increasing the home furnishing interest of the many people and creating a demand for relevant home furnishing solutions and know how in the local market.
Accountable for the store layout, range presentation and store communication thereby contributing to positioning the IKEA brand as the leader in life at home
To ensure a positive and joyful shopping experience for all IKEA visitors and customers. This includes in particular: ensuring an overall customer easy buying process and a positive shopping experience. ensuring that the appropriate customer relations ‘processes and tools are implemented.
Your assignment
Setting clear goals on sales, profit, margin and volume development for my store – with solid actions plans to support the achievement of these goals.
Drive the business by identifying commercial opportunities, delivering sales goals and profitability in a multichannel environment together with the team leader and right stakeholders.
Lead the commercial team to deliver the action plans for your store; taking input from the team and the matrix manager to ensure the department supports the achievement of the agreed goals for the country, maximises sales and generates sustained long-term profitability.
Secure that the store commercial team with the support of Com&In has the right understanding of store layout, range presentation and store communication thereby contributing to the work method for range presentation.
Secure successful implementation of country priorities and the sharing and implementing of good solutions.
Analyse and follow-up on both qualitative and quantitative performance. Identify gaps and develop action plans together with the right stakeholders in the store
Know your local market potential and work with your team and other stakeholders to ensure your store is locally relevant throughout the different sales channels.
Ensure the shopfloor has the right number of co-workers in the right place at the right time to run their floors successfully and ensure their co-workers are ready and available to serve customers and help them buy.
Drive and develop a high level of service quality with all co-workers in relevant functions to secure an exceptional customer experience in the store
Secure competent and high-performing teams who inspire and empower every co-worker to recognize and understand their contribution. Identify and develop the many talents within the department to secure succession planning.
Working with customer insights to understand the highs and lows of the customer experience in the store. Ensure clear responsibilities for continuous actions and follow upon customer insights within the management team.
Drive a customer-focused culture throughout and secure an overall inspiring shopping experience where it is always easy for customers to shop.
Understand the IKEA social and environmental commitments and know how you can contribute to sustainability.
Establish and maintain service agreements with internal stakeholders (including customer contact center) in order to protect operational standards and help safeguard the IKEA culture.
Build and maintain a successful relationship with the in house service providers who are crucial to the last mile success and customer shopping experience
Monitor, share and follow up on insights and data provided by the Customer Contact Centre securing a fast and easy resolution process for customers.
Working with the Marketing and Communication functions to support our business aspiration: to be a great place to work, delivering sustainable growth and a fantastic customer experience.
Qualification
Your profile
Passion to develop the IKEA business and values within a store format
Passion for selling while striving to ensure that the customer consistently have an easy shopping experience and that IKEA is able to exceed customer’s expectations
Understanding how to develop the business in a multichannel retail environment.
A proven record of strong and successful leadership. Skilled in creating a high commercial performance.
Strong knowledge and experiences of the Retail Concept & Retailing Methods -Active Selling, Pricing, Home Furnishing, Range Presentation, sales steering and working with layout as commercial tool.
Strong analytical and strategic skills, including the ability to steer the store business over short, mid- term, and long term.
Strong understanding of the retail market customer insights & local market competition
Ability to lead the business through people by demonstrating strong leadership capabilities.
Ability to make things happen by championing flexibility, speed and simplicity.
Strong communication and influencing skills.
Strong problem-solving skill to identify a problem and take the necessary steps to overcome it, while keeping customers, coworkers, vendor and financial limitations in mind.
Excellent English skills for communication (listening, speaking, reading, and writing).
